See how Entrupy solved the problem of accessibility to knowledge thanks to Helpjuice

Quick Overview

Industry: Internet

Location: USA

Team size: 10 - 50

"Since we started using Helpjuice, we are saving 60% of the time spent on searching using our internal dashboard. - Elliot Bowman, Data Operations Lead"


Industry: Internet

Location: USA

Team size: 10 - 50

Internet

(10 - 50 people)


What's the purpose/goal of your KB?

The purpose of our knowledge base is to act as an internal repository for our team members to assist with their day-to-day tasks. Our internal support team essentially needs to have a 'textbook' to reference to help out with voting. Helpjuice is also used for training purposes such as hosting our internal training syllabus and program. Where content in articles is easily referenced to help allow for a seamless training experience for new hires. As well as a reference point for team policies and rules. We are looking to reduce the number of policy-related questions/issues with a centralized place where these rules can be hosted


What solutions did you approach before you decided to go with Helpjuice?

A knowledge base called Atlassian Confluence. This knowledge base work similarly to Helpjuice where everything on the page is customizable and built out by the users. However, with this, it definitely required users that were more technically oriented with coding for best results. The knowledge base in itself worked fine but it was not very user-friendly. And building articles are very difficult and time-consuming. We also did demos with other knowledge bases on the market but not many seemed to have the same functionality as Helpjuice.


Why did you decide to use Helpjuice?

We decided to use Helpjuice after reviewing and trialing many other knowledge bases. Helpjuice has the closest to what we need in a platform and also offers the option to customize through requests. The requests taken from the Helpjuice team make this platform kind of unlike others that are on the market. In which they are more willing to change the product to suit the needs of the users. However, for some requests, there is a long turnaround time possibly because many other requests from other people are queue against each other. The customizability of the article pages themselves is also a deciding factor in choosing Helpjuice as well.

Helpjuice has uniquely simple usability which allows for content to be relatively quickly created. At Entrupy we have huge volumes of guides and data that will essentially need to be translated into Helpjuice articles. So the ability to do this in a time-sensitive matter is imperative. The faster things are developed the sooner the support team can leverage already existing information. 


What's your favorite Helpjuice feature?

Adding tags to articles to allow for a more powerful and customizable search. The search feature is definitely the most useful tool for us. Where the ability to quickly find what you are looking for using keywords or short phrases is essential for how our team operates. Building the articles in certain formats allows for there to be more preview information in the search results. This also helps decrease the time for search as sometimes users do not have to open up the articles to find the answers they are looking for. This speed of search and quick easy usability is an integral feature.


What problem are/were you looking to solve with Helpjuice?

We are seeking to use Helpjuice to solve the problem of accessibility to knowledge. And as a single source of knowledge in our Company. Currently, we use guides, PDFs, and docs for knowledge, and these are located in many online spaces not readily accessible through search. Our data team gets a lot of requests from our internal support team for brand-specific knowledge. Helpjuice provides a medium in which knowledge can be centralized and reference for everyone on the team. With the development of articles, we are essentially able to map where we have known gaps in our data as well.



What kind of an impact has Helpjuice had?

We are still building our internal knowledge base but with what we have built out Helpjuice has currently increased usability by making a search at least 4x faster through articles that are developed. Which in turn helps with increasing internal team SLAs around 5-10%. We are still building out many articles in Helpjuice to further increase the impact that it has on the daily workflow and would allow us to more heavily rely on its infrastructure. With the API integration with our internal dashboard and some integration with google drive, we have been able to save over 50% of the time that it would take to manually build these articles in Helpjuice. By developing a script that would allow us to auto-create articles through templates. With this and the increases in search that building more articles provides we can project that Helpjuice can potentially save 60% of the time spent on searching using our internal dashboard.

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